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5 ways to improve customer service in call centres

Iain Barker has written about 5 ways to improve customer service in call centres. To quote:

Over the last few years I’ve conducted a number of contextual research studies in call centres. It is an interesting environment in which to conduct contextual research. Generally I’ve double-jacked in to calls, observing how the customer service consultants address the queries, and then asked a few questions of the customer service consultants.

Posted by jamesr on April 29, 2008 08:00 AM
Categories: Intranets, Knowledge management